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Frequently Asked Questions

Looking for more information?We're happy to answer your most frequently asked questions

FAQs

How does MaisonCashmere work?

Questions about products

Payments

Shipping

Delivery

Returns & Refunds

Account & Orders

I’m new to MaisonCashmere, how can I place my first order?

Welcome to MaisonCashmere.

We’re happy that you would like to place an order. Simply choose the item you prefer, choose your size and colour, then click “Add to Shopping Bag”. You will now be able to choose whether to complete your purchase by clicking “Shopping Bag” or continue shopping. All that’s left to do is place your order by entering your personal data and choosing whether to create an account or checkout as a guest. We suggest that you register, so that you will always have your details on hand, such as your points balance and order history.
You can register your MaisonCashmere account here.

I’m a registered client, how can I make a purchase?

Login to your account and proceed with your purchase, or choose your favourite product and add it to your shopping bag.
If you have forgotten your password, we can help you retrieve it: just click here.

What does the countdown on each product mean?

In order to keep our costs to a minimum, we must produce our items in batches.
Once a week, we collect all our orders and start producing them. The timer you see on each product simply indicates how much time is left before the next batch is put into production. The timer usually hits zero each Sunday at midnight (Italian time, GMT+1).

What if the timer hits zero right before I place my order?

Don’t worry, your product will simply be produced with the next batch. We suggest that you check your order status by logging into your account; for any further info, you can always contact our customer service.

Do prices include all costs?

In the UK, shipping is free for all orders over £170. Duty and taxes are also included.
For more details or information regarding other countries not listed above, please visit our Shipping page or contact our customer service.

How do I know which size is right for me?

To help you choose the right size, we have added a chart to each product indicating its specific measurements. We have also included a video guide in each product page.
Simply measure your favorite sweaters as shown in the video, then compare your measurments to ours.
If you have any questions or need further assistance, our customer service will be happy to help!

Where are MaisonCashmere products made?

We produce all of our knitwear artisanally in ITALY.
Our workshops are located all over Italy, in regions such as Tuscany, Liguria, Piedmont, Puglia, and Umbria.

We truly believe that a quality product starts from quality materials, which is why we use only the finest Italian yarn, produced by manufacturers such as Biagioli, Cariaggi and Loro Piana.

For more details, feel free to contact our customer service.

Can I order an item made from a different kind of yarn from those offered?

We’re sorry, but for the moment we are not able to take personalised orders.

Does MaisonCashmere have a showroom where I can see the collection?

It is possible to view our collection at the main office of WSCOM, our logistics partner in Italy:

We’re sorry, but for the moment we cannot fulfill this request. We are working towards making this possible.

We have dedicated an entire section to information concerning payments.
Just click here to be redirected to the "Payments" page.

What shippers do you use?

We use only the top express shipping companies worldwide to deliver your order. Once your items have been shipped, you will receive an email including all the details as well as a tracking number and link.

For shipping to the UK, we ship via DHL Express, UPS or FedEx,
with delivery within 2/3 days.

Where do you ship to?

We can ship our products to the UK, as well as all throughout Europe and several other countries worldwide.

We strive to offer the best quality at the best prices online; in turn all we ask for is your patience.
Unlike many flash sale sits, we produce all our items upon order. For this reason, we estimate a delivery time of 20 days.

Remember that you can always monitor your order directly from your account.
If you are not registered or have any questions regarding your order, feel free to contact our customer service.

We have dedicated an entire section to information concerning deliveries.
Just click here to be redirected to the "Shipping & Delivery" page.

I received my order but would like to return it

We’re sorry that you changed your mind.
It’s no problem, you can return your items within 14 days of receiving you order.

If you are a registered customer, you can use the simple “Return” form you can find in your account.
Fill out the form, indicate a reason, and our customer service will get in touch with you.
We will take care of arranging for pick-up with the shipper.

If your made your order as a guest, contact our customer service using the form on this page.
We will indicate the procedure to follow.

How will you refund my order?

Refunds are processed as soon as we receive and check the items returned in their original package.
Payment will be made to the credit card used for your purchase.

As soon as you place an order or register on MaisonCashmere, you will receive a confirmation email containing all your registration or order details.
We will send this email to the address you provide.

If you cannot find it in your inbox, try checking your “Spam” folder.
Should you not find it there either, please contact our customer service and we will try resending your email.

Can I change my shipping address?

Of course, you can change your shipping address at any time directly from you.
If you have an outstanding order, we ask that you to contact us to check whether it is still possible to ship to your new address.
Thanks for understanding!

How can I cancel my order?

Simply contact our customer service. If your items are in production or in our distribution center, you will receive a full refund.
If, on the other hand, your items are ready and about to be shipped or have already been shipped, you will refunded the full price of the products minus the shipping costs.

We’re sorry, unfortunately you cannot change an order once it has been confirmed.
You can however contact our customer service, we’re happy to assist in finding the best solution for you.

Do you sell to other companies?

Yes, in case of consistent orders it is possible to receive a special discount just for our business clients.
For further information visit the Business Clients page or write to business@maisoncashmere.co.uk

How Can We Help

Services & Security

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Our Prices

Goodbye middleman, goodbye retailers. MaisonCashmere produces especially for you. The result? Savings of up to 50% compared to traditional retail prices. Savings we can guarantee just by comparing our prices to those you’d find for similar cashmere items in any other boutique. Click to learn more…